Global Service Excellence Manager

Role Overview

• Drive standardization, governance, and best practices for Service across all Service Business Areas by establishing common processes, tools, reporting structures, and communities
• Ensure transparency, continuous improvement, and knowledge sharing across the global service organization
• Define, implement, and maintain global service standards, processes, and ways of working across all Business Areas
• Govern and support deployment of the global service tool landscape (e.g., Salesforce, iBase, AI service tools, website platforms)
• Ensure consistent use of systems, templates, KPIs, and methodologies while allowing controlled local adaptations
• Drive harmonization of service workflows, documentation, and knowledge bases
• Design and manage global service reporting frameworks with aligned KPIs and dashboards
• Provide consolidated reporting for senior management on service performance trends and risks, process compliance and maturity
• Use data analytics to identify improvement opportunities, root causes, and cross-BA synergies
• Establish and run global service governance structures, including forums, steering groups, and decision processes
• Ensure compliance with agreed global standards, tools, and processes
• Support BA service strategy cycles with structured governance and follow-up
• Monitor external benchmarks, service trends, and industry best practices
• Compare Körber service performance and maturity against external standards
• Translate external insights into concrete improvement initiatives and recommendations
• Identify, document, and promote best practices across BAs
• Create structured mechanisms for experience sharing and reuse of successful solutions
• Build and manage a global service community across Business Areas
• Organize regular community meetings, knowledge-sharing sessions, workshops, and improvement initiatives

Requirements

• At least 5 years of experience in Service Management, Service Operations, Process Management, or global operational roles
• Proven ability to manage KPI frameworks, dashboards, and performance reporting
• Experience with governance structures, decision forums, and supporting strategic planning cycles
• Familiarity with service benchmarks, digital service trends, and AI in service
• Skilled in facilitating best-practice sharing, workshops, and collaboration across business areas
• Excellent communication, stakeholder management, and change-leadership skills
• University degree in Business, Engineering, Service Management, or related fields; Lean/ITIL/BPM certifications are a plus
• Fluent in English; international experience preferred.

Benefits

• Group-wide and international collaboration
• Open and communicative corporate culture
• Support for professional development
• Performance-based compensation
• Flexible working hours